Findings

1. We asked respondents how aware they were of the Passenger Assistance
Service.

The research found that frequent flyers were well informed of their rights and of the
booking process for passenger assistance. Most passengers who fly frequently
usually pre-book assistance and understand the importance of the 48-hours’ notice
required.

However, passengers who indicated that they had flown only once in the year were
less likely to pre-book assistance. Awareness of the pre-booking requirement for
passengers appeared low for a high number of respondents who did not fly
frequently.

Of the 534 total responses:

(117) 22% of respondents indicated that they were frequent flyers

(80) 68% of the above respondents who were frequent flyers said that they
pre-booked assistance with 48-hours’ notice

(417) 78% respondents indicated that they were non-frequent flyers

(175) 42% of the above respondents who were non-frequent flyers said that
they pre-booked assistance with 48-hours’ notice

I did not know I could book in advance and approached passenger assistance on the
day of travel

I didn’t know how to book assistance in advance, I just assumed it was made
available on demand

Conclusion:

Frequent flyers have much more awareness of the Passenger
Assistance Service and are more likely to pre-book passenger assistance giving 48-
hours’ notice. The challenge the industry has is that on average 30% of customers
are NOT booking the service in advance. We know from data supplied by OCS that
this number of passengers who turn up on the day of travel needing assistance puts
a huge strain on resources and staffing and has cost implications for the way the
service is contracted. The challenge is to provide more general information and
educate customers who do not fly frequently.

Recommendation 1:

Raise awareness of the Passenger Assistance Service
with the general public and disabled people.

Much more needs to be done to raise awareness of the Passenger Assistance
Service using social media and general announcements using the local press. More
could be done in partnership with charities to help advertise the service, but it is
important to reach out to disabled people who are not affiliated to any particular
disability charity. Consideration should be given to having information in health
services such as doctors’ waiting rooms, Occupational Therapists and public
information centres. More needs to be done to ask passengers at the point of
booking if they need to use the Passenger Assistance Service.

2. We asked respondents if accessibility at airports was considered a barrier to
flying.

The research indicated that people did worry about access and the general airport
environment. People whose impairment was not related to a physical disability had
higher feelings of anxiety and fear. Passengers with dementia and parents of
children with autism indicated feeling anxious in crowds and in situations where they
had to wait a long time. It can be challenging to process and retain information about
departure times and gates. People can become disoriented and find navigation of the
airport very difficult. Awareness that the Passenger Assistance Service can help with
these kinds of impairments was very low. There was low awareness that personal
EMAs could be used in the airport and taken to the aircraft doors. This was a
perceived barrier in that some users of EMAs believed that they would have to use
the manual chairs provided at the airport. The detailed customer journeys highlighted
several access issues, including difficulty in using phones at the customer call points,
check-in desks not at wheelchair height, signage unclear, lack of induction loops at
check-in and security, lack of disability awareness at security.

Of the 534 total responses

(278) 52% of respondents indicated they had experienced access barriers at
airports

(139) 26% of respondents indicated that they believed the airport could not
accommodate their access needs

(459) 86% of respondents were NOT aware they could be met at the airport
car park

Assistance was ordered but it did not arrive. This is very common despite confirming
with the airline that assistance was booked. No longer trust that assistance will arrive

My wife took me to the check-in desk so this wasn't a problem but I didn't know that
this was an option otherwise. Assistance for me started when I reached the check-in
desk

Conclusion:

Many airports have done a great deal to improve access; however, the
research noted some fundamental errors in accessibility. In addition, the detailed
customer journeys conducted at airports highlighted inconsistency in access
provision. The challenge is to improve access at all airports paying attention to
detail and the whole customer journey.

Recommendation 2:

Standardised access features and reasonable
adjustments provided at airports to be subject to regular review access audits.

More needs to be done to get access right for all impairment types, not just a focus
on wheelchair users. For example airports need more signage indicating the
provision of induction loops. Easy to use call points should be used. The airports
should collaborate more and work to a consistent access standard with good clear
signage.

3. We asked respondents who they believed to be responsible for providing the
Passenger Assistance Service.

The majority of respondents appear to believe that the airline is responsible for the
assistance that customers are given at the airport. The majority of respondents made
the request for passenger assistance through the airline when booking their flight,
which seems to trigger a belief that it is the airline that is providing the service.
When making a complaint, customers believe that they should complain directly to
the airline with which they travelled. This means that airlines receive complaints from
passengers about poor service at an airport. Although the airlines are not
responsible, there is residual reputational damage to the airline because in the
passenger’s mind, the airline is at fault.

(374) 70% of respondents made their flight reservation direct with the airline.

Of which:

(258) 69% of respondents booked their flight using the airline’s website,

(71) 19% booked direct with the airline using the phone,

(45) 12% booked with a tour operator.

(278) 52% of people believed the airline was responsible for their access needs.

The three-party set up means they are all happy to pass the buck to someone else,
be it the airline, OCS or BAA, more consistency and responsibility would help

I spend my money with their airline so they should make sure I can reach their plane

Conclusion: The regulations are very clear that it is the airports that must provide
assistance to passengers when they arrive at the airport. Most airports work in
partnership with companies like OCS actually to deliver this service. However, this is
not really communicated to customers and the evidence indicates that there is much
confusion around which company does what at the airport. The challenge is to
provide more transparency for customers.

Recommendation 3:

Communicate clearly with passengers which company is
providing the Passenger Assistance Service at each airport.

More needs to be done to give passengers information on who provides the
Passenger Assistance Service at each airport. The industry could give consideration
to a central information portal, which simply lists all of the airports with the service
provider, with helpline numbers for each.

4. We asked respondents if they were satisfied with the Passenger Assistance
waiting areas that are designated for use by disabled people.

There were mixed responses regarding the airport waiting areas for disabled people.
Some people described them as the ‘crip pen’ and definitely not a place they wanted
to be in. Other respondents described them as very friendly and that it was good to
have an area to wait in that made them feel more secure. The passenger waiting
areas helped provide a quiet space and helped reduce feelings of anxiety.

Of the 534 total responses

(69) 13% of respondents reported that the facilities were EXCELLENT

(112) 21% of respondents reported that the facilities were GOOD

(251) 47% of respondents reported that the facilities were ACCEPTABLE

(85) 16% of respondents reported that the facilities were POOR

(17) 3% of respondents reported that the facilities were EXTREMELY POOR

I try very hard not to sit in the passenger assistance waiting area  generally it feels
like I am being excluded from the rest of the airport–I understand why they have
them, and some people may actually like to be sitting there. I would prefer to arrange
a time to meet at the gate

It would've been nice to use the services, i.e. toilet facilities, food facilities and
shopping facilities, however that is a Rolls-Royce service I think it would be some
time before we get that. Fantastic that this is being addressed at last by someone’
‘Being blind, the only problem I had was that I wasn't always aware of assistance
being nearby to ask any questions or go anywhere when waiting for flights

I get anxious that I will get lost in the airport so I like to wait in the proper area so I
know the assistant can find me to help me so I won’t miss my flight

Conclusion:

The provision of a designated waiting area is very helpful to some
disabled people, however some respondents did report feeling ‘corralled’ and ‘left to
wait’. The challenge is to make these spaces desirable, revenue earning and
informative.

Recommendation 4:

Improve the passenger assistance waiting areas.

Better use could be made of these spaces, especially in partnership with airport
retailers. More could be done to provide information in these areas, offer retail
services, refreshments and more advice and help. These areas should be staffed at
all times with a person who was knowledgeable and the main point of contact for the
Passenger Assistance Service. An example would be, knowledge on how to manage
an assistance dog. There needs to be a centre point in each Passenger Assistance
waiting area that can help with dog toileting and care.

5. We asked respondents to rate their satisfaction with the quality of
assistance provided to help transit through the airport.

The majority of respondents stated that the quality of assistance provided was
acceptable, good or excellent. A much smaller number of respondents reported
problems and serious issues. The majority of respondents who thought the service
was poor or extremely poor, reported very serious problems with the handling of
EMAs. The main reason for complaint focused on EMAs not being returned to the
aircraft or that they had been damaged in flight.

Of the 534 responses

(21) 4% of respondents reported that the assistance provided was
EXCELLENT

(176) 33% of respondents reported that the assistance provided was GOOD

(251) 47% of respondents reported that the assistance provided was
ACCEPTABLE

(75) 14% of respondents reported that the assistance provided was POOR

(11) 2% of respondents reported that the assistance provided was
EXTREMELY POOR

Waited ages for them to turn up and help so I wasn't boarded first. Wheelchair
returned with no batteries so was stranded on bridge jetty

You just never know if your chair is going to be waiting for you, it’s terrifying that the
most expensive thing you own, which is your freedom and independence, is just not
treated with care and respect

I have only ever been met with warmth, friendliness and help. Flying with easyJet is
easy–they take disabled passenger assistance extremely seriously

Conclusion:

There seems to be a very definite breakdown in communication around
EMAs and the ground handling staff knowing that these must be delivered to the
aircraft doors and not baggage reclaim. This is a failing in the system as a different
third party service provider usually provides this element of the service. The
challenge is to join the customer process together between the relevant
parties. The key is good information.

Recommendation 5:

EMAs and scooters are very expensive items that are often bespoke to the
individual. The detailed customers’ journeys revealed an element of confusion, lack
of knowledge and a real ‘hit & miss’ attitude to handling EMAs. The process should
be made very clear and communicated to all service providers at the airport. This
information should be given to all passengers who are travelling with an EMA to the
aircraft doors.

6. We asked respondents to rate disability awareness, confidence and
knowledge of staff who provided assistance

The majority of respondents thought staff providing the Passenger Assistance
Service had good general disability awareness, confidence and knowledge.
However, gaps in confidence and awareness were identified, especially in the
management of assistance dogs, communicating with passengers who had a travel
companion and in helping parents of children who had autism.

This would imply that
staff need a much deeper knowledge of specific impairment types, not just a general
awareness. During one of the detailed customer journeys with an assistance dog, at
nearly every touch point including check-in, security and the waiting area, the dog
was stroked and patted and interfered with. Not one member of staff that we asked
had knowledge of where the dog toileting area was.

Of the 534 responses

(192) 36% of respondents reported that the assistance provided was GOOD

(208) 39% of respondents reported that the assistance provided was
ACCEPTABLE

(59) 11% of respondents reported that the assistance provided was POOR

(48) 9% of respondents reported that the assistance provided was
EXTREMELY POOR

Staff need more training on helping disabled people and how to treat them. I was
talked over or ignored and they spoke to my partner as if I wasn't there, also don't
interact with my assistance dog

Airport staff frequently try to take control of my wheelchair with me in it, which is
simply unsafe. However much training they have, they do not know my needs nor
how my wheelchair works. I simply need them to direct me to where I need to go, not
control me

If there was such a thing as excellent customer service at an airport–it would be in
the form of staff who are trained to understand autism, a calm area that we could
wait in and best of all, a process (not necessarily fast track) where we could access
the plane without hours of trying to get my son to wait in queues–the worst thing is to
be herded, which is usually how it feels

Conclusion:

There seems to good general disability awareness amongst staff
providing the Passenger Assistance Service for manual wheelchair users. However,
there seems to be a lack of detailed knowledge of impairments that are not related to
a physical disability. The challenge is to get the right type of training to specific
groups of staff who interact with customers and equipment.

Recommendation 6:

More detailed disability awareness training is needed of a
much wider range of impairments with specific attention paid to managing
assistance dogs

7. We asked respondents if they used airport amenities and shops whilst
waiting to depart

Quite a large number of respondents said they did not go shopping or use the
restaurants. Many passengers opted to remain in the designated waiting area. This
related more to passengers who had visual loss, cognitive loss and learning
difficulties. People with physical impairments who travelled with a companion
appeared to be more independent within the airport, utilizing their time to go
shopping.

Of the 534 responses

(246) 46% of respondents said they did not go shopping whilst waiting for departures

It’s just too complicated, the airport is busy and I find navigation with my sight loss
too challenging

The shops are not very accessible, the aisles are not very wide for my scooter and
staff are always so busy, queuing is a nightmare with my scooter as most shops
have those barrier tapes that you have to wind through

Shopping! That would be a bonus … no one offers to take me for a coffee,
sometimes I am worried about asking for guidance to the loo!

Conclusion:

There seems to be a missed business opportunity for serving disabled
customers who are waiting in departures. 246 people in this survey said they did not
spend additional money by going shopping or buying refreshments. If we look at
conclusion 4 and the view of passenger waiting areas, it could be concluded that so
much more could be made if these areas were turned into ‘business class style
lounges’ with refreshments and click and deliver shopping services. The challenge
is to move perceptions about disabled people from difficulty to business
opportunity.

Recommendation 7:

Thought should be given by airports to how to provide a
retail and refreshment service in the passenger waiting areas.

This could be a
combination of ordering from the waiting area using technology or offering an
assistance service. Disabled passengers could be given a much more
enjoyable customer experience through the provision of a lounge-style
service.

8. We asked respondents who travelled with assistance dogs if the correct
procedures were followed

Nearly half of respondents who travel with an assistance dog reported that the
paperwork was not checked, that staff distracted the dog and that awareness of how
to manage an assistance dog was poor. There were several comments raised about
the lack of staff knowledge about travelling with an assistance dog, especially the
rules around toilet facilities for the dog. The detailed customer journey that was
completed as part of the research certainly backed up this finding. During our
customer journey, the paperwork allowing the dog to fly was not checked.

Of the 16 respondents who indicated they travel with an assistance dog, over half
reported that there were some issues.

They were all very courteous. The only issue I have at the airport is that there is no
place really to relieve a dog and when you were on flights for several hours and then
waiting again for 45 minutes to an hour to catch another flight it is going to be several
hours before the dog can eventually eliminate. Even human beings cannot hold their
bladder for that long but they expect our guide dogs to do so and then if they make a
mistake then they think our dogs are not trained. Our dogs do not eat or drink before
boarding a plane for three hours before the flight and can go as long as 10 hours
without any chance of eliminating. I rely solely on my guide dog for my independence
and I travel quite often totally by myself, as I have no family. No one ever knows
where the toileting area is

The lifts are not wide enough for me and my scooter and my assistance dog. The
assistants always forget about my dog’s tail when closing the lift doors

Each airport is different, sometimes the check-in desk checks my dog’s passport
while other airports do it at the passenger-assistance desk. It would be easier to
have consistency across airports

Conclusion:

There are no real industry statistics on how many people fly each year
with assistance dogs. The numbers may be low, but that should not prevent staff
from having knowledge of how to manage an assistance dog. It would be useful if the
industry could provide more information on how many passengers fly with assistance
dogs. The challenge is to get the dog documentation check process
standardised at all airports.

Recommendation 8:

Improve staff awareness on assistance dogs and improve
information provision in the airports about how assistance dogs are supported
whilst at the airport.

More attention needs to be given to this aspect of staff training. Airports should also
consider giving out information to passengers who are known to be travelling with a
dog so that the individual passenger has more knowledge on each airport and the
dog toileting facilities. Information should also be available in each passenger waiting
area on travelling with assistance dogs and facilities available, including water
facilities past security.

9. We asked respondents about their experiences at security.

A worryingly high number of respondents reported some kind of difficulty or
embarrassment when passing through security.

Of the 534 respondents

Fuss-free air travel is a critical component of my personal and professional life. I run
my own business and help UK and global businesses to improve their approach
when recruiting and retaining disabled talent as part of their diversity and inclusion
strategy. I routinely advise companies all over the world and particularly in Australia
and the Middle East. My partner lives in Bahrain. Air travel is central to how I get on
in my world. I want a fuss-free and dignified experience. What I get is something very
different. Having had chronic arthritis for 36 years, and with both hips and knees
replaced I don’t always walk far or very well. Even the times when I use a
wheelchair-assist service I am sometimes faced with requests to remove my shoes (I
can’t), lift my bag into a conveyer belt (I can’t) and lift my arms in the air if required to
use a body scanner (I can’t). Being forced to explain again and again has changed
what used to be an exciting and life-affirming experience into one to be dreaded. I
can be reduced to rubble.

I had a very bad/unpleasant experience at Stansted airport, going through security
and when I tried to bring it up with them after my trip, they said I should have
complained at the time, but that could have delayed me getting my flight! I went
through security barriers, they wouldn’t let me use my own walking stick. When I
passed through, the beeper kept going off, I offered my card that states I had a hip
replacement in 2009, but they didn’t want to take it. They then insisted I had to be
taken off to a portacabin type of thing, but they could see I was having difficulty. They
asked me to step up on a stupid step thing, lean on a wall, for more scanning. In the
end, they gave up, asked me to sign something and let me go, it was appalling and
humiliating and has put me off flying through there, yet on the way back through
Dublin, no problem at all

I wear full length callipers on both legs. Although I was dealt with sensitively, on one
occasion a member of staff asked if I could take them off!! But when I said no they
just scanned them. What was problematic was them taking my crutches off me to
scan then asking me to walk through the scanner!! When I explained the staff agreed
to scan them when I was sat down. Staff could use their common sense more. If you
have crutches, bilateral full length callipers and are in your 70s the chances are that
no you can’t really manage without them even for a short amount of time!!

Conclusion:

Airport security protocols are vital; however, there does seem to be a
lack of disability awareness from security staff. Inappropriate questions and requests
are often made. The challenge is to find a sensible balance between security
needs and the access needs of disabled people.

Recommendation 9:

Airport security staff should receive more disability
awareness training. Disabled passengers should be encouraged to use the
specialized security track where one is available.

10. We asked respondents to rate how they feel about the airport Passenger
Assistance Service and how this impacts on their travel experience.

The majority of respondents ticked a reply that indicated feelings of anxiety, worry
and fear. Only 17% of respondents had confidence in the Passenger Assistance
Service.

Of the 534 respondents

(171) 32% ticked = I have a lot of fear about how I will manage at the airport

(144) 27% ticked = I worry a great deal about how I will manage at the airport

(128) 24% ticked = I am anxious that my booked arrangements will be ready
for me

(64) 12% ticked = I am fairly confident that my arrangements will be in place
for me/li>
(27) 5% ticked = I am very confident that the airport will handle all my access

needs

We asked focus group respondents in one (or a few!) words to sum up how
they feel about airport assistance

Frustrated. Fear. Anxiety. Worry. Inconvenience

Treat passengers in wheelchairs like any other passenger and not like baggage to
be moved by you at your convenience

It can be very good, although this is rare; and it can be appalling. The inconsistency
causes huge amounts of worry as you are unsure whether or not you will be helped;
whether your wheelchair will appear at the end of the flight; whether or not you will be
helped to the toilet during the flight; etc., etc.

I never get the same service twice–it all just seems a mystery–why can’t it be
consistent? This would remove the fear I have

Conclusion:

Disabled passengers seem to lack confidence in the Passenger
Assistance Service. The challenge is to create a communication process that
reassures disabled passengers on a frequent basis.

Recommendation 10:

Ensure that the Passenger Assistance Service process is
consistent and reliable across all airports. Use technology (such as SMS
messaging) to keep in touch with passengers giving reassurance throughout
their journey.

11. We asked respondents how they found out about the passenger assistance
system.

It was reassuring to see that many passengers were advised at the point of booking
to make arrangements for passenger assistance. However, the statistics discovered
during this research indicate that nearly 30% of passengers needing assistance do
not know they have to book in advance. Several also indicated that they did their own
research and then discovered they could book assistance in advance.

Of the 534 respondents

(278) 52% responded, when I booked my flight I was told what I needed to do
either by my operator or by the website

(101) 19% responded, I had to find out for myself and did my own research

(155) 29% responded, I did not know I could book in advance and
approached passenger assistance on the day of travel

I had no idea that as a parent I could book assistance. I just assumed this was for
wheelchair users and not me just because I had a son with special needs

I thought this was a turn up and use service–it wasn’t until I was talking to an
assistant that they told me I should have booked in advance

The problem with the booking service is that it doesn’t cover me as a parent with a
disabled child. I always have to ring up and explain, booking online is a bit confusing
if you don’t need a wheelchair

Conclusion:

Lack of awareness of the Passenger Assistance Service remains one
of the biggest challenges for the airport industry. People who just turn up needing
assistance put a huge strain on daily staffing and equipment resources. This often
results in staff and equipment not being in the right place ready for passengers who
have pre-booked. This again has a knock on effect on perceptions of the service.
Quite often the service providers move an additional 250 passengers each day who
have not pre-booked. The challenge is to collect more accurate and timely
information on passenger needs.

Recommendation 11:

Make it more obvious at the point of booking a flight for
passengers to indicate if they need to pre-book Passenger Assistance.

The industry needs to review the ‘codes’ used to identify passenger needs. More
needs to be done to widen the scope of the booking procedure so that it is really
clear that any passenger needing help with navigation, interpretation, guidance, use
of the priority lane etc. can book exactly what they need.

12. We asked respondents how they would feel about a differentiation in
service between pre-notified and non-pre-notified bookings for passenger
assistance.

Given the findings in 11 above, we asked this question of the focus groups and
during telephone interviews and on email. We wanted to explore how disabled
people would feel about a differentiated service.

Feedback:

If you book your car in for a service you don’t expect to be bumped down the queue
just because someone else arrived without a booking. Now you have pointed it out it
does make sense to have a scheme that gives better service to pre-booked
appointments. This would also educate customers for future trips

I have never noticed any information at the airport telling me I must book in advance,
why is this not made clear. Could passengers not be given more information to read
in the waiting areas explaining the importance of pre-booking?

When I fly with BA I get a text telling me about my flight. When I land I get another
text asking me to rate my experience. The airlines do this all the time but no one
asks me the same questions on my access experience

What would be amazing would be if the person greeting me had extra special
awareness of autism. That way they would know my needs without me having to
explain them over and over again. Could I priority book that I have a son with autism
and could we go straight to the priority lane and then to the gate and a quiet area.
Now that would be a great service

I guess some folk will always just turn up. Like if you broke your leg skiing. But if you
have a life impairment with very specific lifting and handling needs like me, a priority
service would be a godsend.

Conclusion

The people we asked all seemed to think it made sense to introduce a
differentiated service. There was recognition that some people just need emergency
help such as if you had hurt yourself on holiday and needed temporary assistance.
There was a recognition that there would always need to be capacity for non-pre-
notified assistance. However, giving a priority service to pre-booked appointments for
specific impairment needs would be welcomed. The challenge is getting the
industry to collaborate.

Recommendation 12:

The industry should discuss introducing a differentiated
service for pre-booked and non-pre-booked passenger assistance.

The pre-
booking system should enable more impairment-related information to be
shared to ‘tailor’ a service to meet specific impairment needs.

Often, staff at airports could do a better job if they had more information on
passengers’ specific access needs. For example just being told the code DPNA
(which means Disabled passenger with intellectual or developmental disability
needing assistance. This covers passengers with disabilities such as learning
difficulties, dementia, Alzheimer’s or Down’s syndrome who travel alone and will
need ground assistance) doesn’t enable a parent to specify what help is needed.

13. We asked respondents to indicate how they would feel about a membership
priority scheme using an App.

The suggestion is for a membership scheme for
disabled people (similar to the general airline membership schemes), which
would enable access requirements to be recorded and used by the airlines.

Feedback:

There was one which I joined but think it has folded. Can't remember what it was
called. BA used to have one and all I had to do was quote a number when I was
booking by phone. Some airlines are better than others for allowing you to specify
assistance required when booking on-line

Well BA know I am a vegetarian on my membership form but they don’t know I have
a limb difference, which means I need help with my bags. I can’t record this
anywhere. So often when I turn up at an airport there is a wheelchair waiting for me. I
don’t need a chair, my legs work just fine

I once heard the assistant on his radio call me a ‘right charley’. What they meant
apparently was I had been coded as WCHR. It’s not so nice to know you are a
widget for the day that has to be moved around like a piece of luggage

I am a member of a lot of things like the Blue Badge Scheme. I have no objection to
a scheme so long as it means I get the service I want and stay in control. So long as
it’s not big brother it would be empowering

What is a pain for me is I am independent, I rarely book to use the service. But when
I get to security I get the same issue–please remove your shoes. I can’t. I can’t walk
without my raised heel. I always end up having to explain their procedures to them!
How could an App help me? Could it give me something I could show security on my
smart phone, like a tick or something. A symbol priority pass?

That would be cool. An app that lets you know the service is ready and waiting for
you, a member of staff who knows what to do and keeps you independent a bit more.
So if I wanted to go off shopping they could find me later

Conclusion:

There was a lot of enthusiasm in the feedback for a membership
scheme to be developed using an App that could record specific access
requirements. This would mean the disabled person could take more control over
their airport visit. Information would only need to be given once and the information
could be updated for those with a degenerative condition of fluctuating need. The
challenge is getting the industry to collaborate.

Recommendation 13:

The industry must improve how it collects information on the access needs of
disabled passengers. The codes currently used are too restrictive and actually hinder
the Passenger Assistance Service provider from delivering a timely effective service.
Customers should be able to share their information once. This should be linked to a
text service that keeps passengers informed of their service, which would go a long
way to addressing the concerns highlighted in 10 above, about fear and anxiety at
the airport.

14. We asked respondents to rate how easy it was to use the Passenger
Assistance Booking service.

The majority of respondents who pre-book assistance and are frequent flyers
indicated that the booking system is fairly easy to use. But confidence in the booking
process seems to be low. Respondents often report feeling the need to ‘constantly
double check’ that the booking had been processed. Whilst the booking system
seemed easy to use, the amount of information you could give was limited.

Of the 534 responses:

(150) 28% of respondents reported that the facilities were EXCELLENT

(165) 31% of respondents reported that the facilities were GOOD

(144) 27% of respondents reported that the facilities were ACCEPTABLE

(59) 11% of respondents reported that the facilities were POOR

(16) 3% of respondents reported that the facilities were EXTREMELY POOR

If you think about it, I book my flight with BA, I manage my booking online. I have to
then rely on that information being passed to the airport, who have the responsibility
to make sure my needs are met. The airport then subcontracts that to a third party
and passes on the information again. In addition, you have to meet different people
at check-in and security. It’s all bound to go wrong when so many organisations are
involved. In theory it’s easy. But the reality is you can never quite manage your
booking and give enough detailed information about what you need. And then it all
goes wrong in translation. So what you think you have booked sometimes just
doesn’t happen

It’s not difficult once you know what you are doing, but once I have booked online I
still find myself calling the helpdesk to double check everything

It would be easier if the Add Assistance tab was more prominent on the airline
websites in the manage my booking part. Every airline does it a bit differently, can’t
they all get together and agree on a better way?

Conclusion:

Once people are familiar with the process for booking assistance, it
seems to be straightforward. However, the lack of consistency and limited
information that can be shared limits the effectiveness of the service. The challenge
is to create a unified system across all airlines.

Recommendation 14:

The process of booking passenger assistance needs to
be made consistent across airlines with more opportunity to add specific
information on access needs.

15. We asked respondents how they would rate the service to assist at arrivals
and with luggage collection.

The feedback on this issue was mixed. Responses were influenced by the
customer’s experiences with their EMAs. If the EMA was not delivered to the aircraft
door then perceptions on the arrivals service were rated as poor. Some customers
reported confusion with the arrivals system.

Of the 534 responses:

(117) 22% of respondents reported that the service to assist at arrivals and
with luggage collection was EXCELLENT

(139) 26% of respondents reported that the service to assist at arrivals and
with luggage collection was GOOD

(139) 26% of respondents reported that the service to assist at arrivals and
with luggage collection was ACCEPTABLE

(107) 20% of respondents reported that the service to assist at arrivals and
with luggage collection was POOR

(32) 6% of respondents reported that the service to assist at arrivals and with
luggage collection was EXTREMELY POOR

There was also the time at Glasgow airport where there were four people requiring
wheelchairs plus myself who had my own. Myself and two of the people requiring
wheelchairs were left on the plane as it appeared the wheelchair services hadn't
turned up. It transpires they had turned up with four wheelchairs, but the people
accompanying the first two people who needed the chairs decided they didn’t want to
walk either so had sat in the spare chairs. The wheelchair services people were
expecting four wheelchair passengers and they had taken four up the jetty oblivious
to the fact there were still another two passengers (plus me) on the plane

Mostly I am delayed waiting for someone to arrive to get me off the plane. There is
always a different excuse, The Ambulift wasn’t available, or staff could not find my
chair. I refuse to get in an airport chair as they hurt me

Conclusion:

There is some concern that passengers are kept waiting on a plane,
that in particular EMAs are not available on arrival. However, the service assistance
at baggage reclaim was generally felt to be good. The challenge is to ensure that
the right arrivals process is implemented.

Recommendation 15:

Passengers should be kept more informed of procedures
at arrivals. Equipment should be returned to the aircraft doors in a timely
fashion.

16. We asked respondents to tell us how they WANTED to feel about the airport
Passenger Assistance Service.

We asked respondents to complete the sentence: I want to feel
The majority of respondents indicated feelings of wanting to be
Reassured, Confident, Independent.

Feedback:

I want to feel independent. Don't assume that every disabled person requires
babysitting. Some, like myself, are quite independent

I want to feel like a customer, not a tiresome inconvenience

I want to feel valued as a customer

I want to shop, eat and drink, not be told to wait and do as I am told, I am not a child

I want to simply know that the assistance I have arranged will simply just happen

I want to feel peace of mind. For it to be reliable and consistent. Currently, it causes
much anxiety as you never know whether the assistance you have requested/booked
will actually happen. Also, what happens seems to differ every time–even with the
same airline. Most important thing for me personally is for my wheelchair to turn up at
the aircraft door, in one piece, when I arrive at my destination

I want to feel reassured. When what you have requested isn’t implemented it’s so
frustrating. For example, I can’t walk at all and need a full carry-on service; however,
this message doesn’t always get through and they are expecting me to walk onto the
plane. I need reassurance that they have all of the information they need about me
so that they can provide me with the right level of access

I want to feel NOT humiliated. When your wheelchair is not brought to the aircraft
door and they wish to push you through the airport in a horrible old wheelchair. This
is humiliating and strips me of my dignity and respect–I have lost count of the
number of times my wheelchair ends up in baggage reclaim

I want to feel included

The challenge is for the industry to provide a reassuring customer experience.
Recommendation 16: Passengers should be kept more informed of procedures
at arrivals.

The customer’s journey must be more than just moving people around the airport. It
should personalise the experience and improve how disabled people feel about air
travel.

Section Two

UK Statistics

64,596,800 = the population of the UK.1

11,900,000 = disabled people in the UK; this is roughly 19% of the population.2

£80 billion a year = the estimated collective spending power of disabled people in the UK.3

49% of UK citizens on average fly at least once each year.4

If 49% of the population fly each year, we should expect therefore to see some 5.8 million disabled people fly each year.

The reality

The number of disabled passengers estimated to fly each year is 2 million

OCS provide assistance to 1.5 million disabled passengers each year

Of these passengers, approximately 70% pre-book assistance with OCS

Airline examples

BA had 400,000 disabled passengers in 2014, of these, 30,000 were frequent flyers.

These figures could suggest that disabled people are less likely to fly when compared with the rest of the UK population. If disabled people were to fly more, this could represent a business growth opportunity for the airline industry.

I am...

I am a comedienne that jet sets around the world. I am a person of short stature and big personality who uses a scooter to scoot around. My scooter is my freedom, my means of earning a living, a device that gives me independence. Break my scooter and hell you break me! If I can’t travel, I can’t work and that affects how I earn my living. Not so funny!

I am a parliamentarian with 18 years of flying from Scotland to London. I am also a wheelchair user. I usually travel with a companion. Please listen to what the passenger wants, which means speaking directly to the disabled passenger and not people accompanying (unless it is clear the passenger is unable to speak for his or herself) but don’t make assumptions.

I am a businessman. I have limited vision and I use a white cane. It is frustrating at an airport because I cannot navigate it by myself. I need assistance to find the toilets, check-in desk and to get through security. What is so irritating is when it is assumed I need a wheelchair but not assumed I will want a coffee and the loo! Suddenly you are not a person who wants to shop and grab a latte but you become a 'widget' for the day that is someone’s job to move you along, like a baggage trolley.

I am a person with a hearing loss. I am also self-employed as a management consultant and fly around the UK to visit clients. I often feel excluded as I can’t always make myself understood at check-in and security.

I am a parent of a son with autism. There is little understanding or appreciation of what it is like to manage my son’s impairment in the busy airport environment. The noise, the waiting around, all add to my son’s anxiety. We are so stressed at airports that we rarely fly now.

I am a businesswoman running a successful consultancy and I am a wheelchair user; I can’t walk at all. I use a manual wheelchair; small and lightweight that can collapse down. I need to be met at the gate and have a ‘carry on’ to the plane. However, if they allocate me the front row, I would be able to transfer directly from my own wheelchair rather than having to transfer on to an aisle chair and then be pushed to a seat further down the aircraft. This would also allow a much quicker exit at the end of the flight. I realize this isn’t necessarily do-able for long-haul, however it makes sense for internal flights and short haul.

I am a professional sports person and in the last three months I have been on eight flights and had my wheelchair damaged on four. One was a write-off, and another time the damage means the wheelchair can’t go outside any more.

I am a regional banker. I have a cheap manual wheelchair for flights–my electric wheelchair cost £7,000 and I wouldn’t dream of taking that on a flight. The manual chair is purely to go on planes and be battered.

I am a frequent traveller. I recently visited the UK on holiday. I was greeted on arrival in London by my wheelchair in pieces. Staff had dismantled it to get it on the plane without informing me–the chair is not designed to be taken apart–I had to put it back together with the help of a friend.